Founded by partners with a long history of contractor experience, providing first-in-class service and support has always been a guiding principle for RapidView, a provider of high-quality, high-production equipment.
“We understand that even the best equipment can encounter problems in real-world environments,” says Matthew Sutton, vice president of sales and marketing at RapidView IBAK North America. “It is our goal to make sure that when problems occur, we have processes and support in place to get them back up and running as quickly as possible. When people purchase higher quality equipment, they should expect an enhanced level of service and support.”
To that end, RapidView has a strong dealer network of suppliers and service centers throughout North America, and the company is currently doubling the size of its service and support center at its headquarters in Rochester, Indiana.
“This expansion is expected to be finished early next year, dramatically increasing the size of our repair center and greatly expanding our software support offices,” Sutton says. “We are committed to continuing to grow while maintaining the high level of service and support that our customers have come to expect.”
Advanced inventory system
To maintain that high level of support, RapidView utilizes advanced, computerized inventory management controls, currently maintaining over $5 million of spare parts. These parts are available for immediate shipment directly to a local repair center, or the customer directly.
All repairs conducted at the facility are tracked within a case management system that keeps the customer up to date on all activity related to their repairs. RapidView’s service managers review case data to determine accuracy and speed of repairs to constantly improve on processes and methods. This data-driven approach means they often achieve their goal of a 48-hour return window on repairs.
RapidView also maintains a phone support line with a staff of technicians available to help customers quickly diagnose many common
problems, often getting the customer up and running within minutes.
“We understand that answering the phone, setting the expectation with the customer, and following through with our promises are the most important things we can do to ensure our success as a company,” says Sutton. “We have all encountered poor customer service from vendors. Our goal is to provide a different, more positive ownership experience. One where the customer is truly valued and respected. We may not always tell you what you want to hear, but it will be the truth, and in this day and age, that sets us apart from competition.”
Training program
Along with its focus on after-sales service, RapidView has also established a robust training program for teaching customers how to use, maintain and conduct general repairs on their equipment.
“Our training programs have evolved over the years to include on-site equipment training, remote online training, workshops, step-by-step repair and maintenance videos and much more,” Sutton says. “We want to empower our customers to be able to use their equipment as effectively as possible, repair what they can, and utilize smart maintenance methods to protect their investment and increase the longevity of their equipment.”
RapidView IBAK North America created business partnerships with manufacturers of sewer pipeline maintenance products, including its primary product line from IBAK Helmut Hunger GmbH & Co. KG of Kiel, Germany, a manufacturer of CCTV pipeline inspection systems.
800-656-4225 | www.rapidview.com | info@rapidview.com
